For more information or to register –Tel: +971 4 364 2975 Fax: +971 4 363 1938 Email: enquiry@iqpc.ae

www.callcentertechindia.com

CALL CENTER

TECHNOLOGY & COMMUNICATION

I N D I A

Utilizing the latest technologies to enhance customer experience and improve internal processes

International conference: 29 - 30 November 2010 Radisson Suites, Gurgaon, India

Adil Katrak, Site Director, Dell

Subramanya. C, Global Chief Technology Officer, HTMT Global Solutions

Rahul Gupta, General Manager – Customer Applications, Vodafone Essar

Milind Godbole, President – Asia Pacific, Aditya Birla Minacs

Meeta Kalra, Head – Total Customer Experience & Process Excellence, Hewlett Packard India

Umesh Vyas, Chief Process Officer, Intelenet Global Services

Vijay Narsapur, Associate Vice President – Customer Service, Infosys BPO

Exclusive industry insights from:

• Enhancing the customer experience through

innovative solutions

• Improving communication through state-of-the-art

networks

• Streamlining operations and aligning IT

infrastructure

• Maximizing revenue and reducing costs

• Exploring the latest trends in Call Center

Technology

Key areas of focus include:

Researched and developed by:Media partners:

Book and pay before 9 September 2010 to save up to

US $100

For more information or to register – Tel: +971 4 364 2975

Conference day one: Monday 29 November 2010CALL CENTER

TECHNOLOGY & COMMUNICATION

I N D I A

12:20 Interactive panel discussion - boundaries for call center technology

13:00 Lunch break and networking opportunity

14:00 Ensuring high quality of calls through latest quality management software and speech analytics

14:40 Comparing premise based and hosted technologies for better control over infrastructure

15:20 Afternoon break, networking and refreshments

15:50 Using remote and virtual technologies to enhance customer support and employee performance

16:30 Interactive discussion panel – introducing SIP protocol in India

17:00 End of conference day one

• Discussing the constraints of call center technology

• Reviewing the call center technology environment in the last decade and drawing a comprehensive roadmap for the future

• Q & A session on the role of technology in customer service and experience

Vijay Narsapur, Associate Vice President – Customer Service, Infosys BPO

Renu Banerji, Head - Regional Support (South & West), Aircel

Adil Katrak, Site Director, Dell

Umesh Vyas, Chief Process Officer, Intelenet Global Services

• Evaluating the latest quality management software available for industry

• Discussing the role of speech analytics to provide fool proof and stable data

• Assessing improvements in voice and data recording over the last decade

Milind Godbole, President – Asia Pacific, Aditya Birla Minacs

• Evaluating advancements in automatic call distribution, interactive voice response and call routing

• Periodically assessing equipments and technologies for upgrades to enhance performance

• Comparing premise based and virtual technologies in the BPO environment

Elangovan Kalidasan, Head – IT, e4e (Bangalore Delivery Center)

• Achieving personalised support through remote support systems and technologies

• Enhancing employee training processes and overall productivity through real time support

• Using screen recording to monitor performance levels and productivity

Manjunath Kashi, Director – GDIS Global Network Services, Unisys

• Working with the government and regulatory authorities to introduce SIP in India

• Discussing the advantages of SIP over PSTN

• Reducing redundancy by using SIP protocol

Manjunath Kashi, Director – GDIS Global Network Services, Unisys

Elangovan Kalidasan, Head – IT, e4e (Bangalore Delivery Center)

8:30 Registration, refreshments and networking

9:00 Chair’s welcome and opening remarks

The role of technology in improving customer experience

9:10 Enhancing the customer experience through the latest innovative technologies

9:50 Leveraging technology to enhance communication between the outsourcing partner and the client

Maximizing productivity and improving internal operations

10:30 Leveraging technology to achieve operational excellence

11:10 Morning break, networking and refreshments

11:40 Analyzing the role of social media in improving customer interaction and connecting with the target market

• Higlighting the latest solutions for a superior customer experience

• Introducing video calls for better customer interaction

• Assessing the role of technology in changing the way services are offered to the consumers

Renu Banerji, Head - Regional Support (South & West), Aircel

• Examining solutions to improve communication between a BPO and the client

• Assessing existing legacy systems to improve scalability

• Exploring new technologies to adhere to service level agreements and overcome challenges in processes

Adil Katrak, Site Director, Dell

• Exploring customised ERP solutions for call centers and BPOs to improve internal operations

• Gaining real time visibility across the business operation

• Using an integrated call center suite to access information at anytime

Umesh Vyas, Chief Process Officer, Intelenet Global Services

• Discussing the emergence of social media as a powerful tool and an important communication channel for the industry

• Utilizing social media to manage business and customer database

• Using social media as a flexible platform to involve the workforce in the organization’s strategies

Amita Krishna, Managing Director, Callcentres.net

For more information or to register – Tel: +971 4 364 2975

Conference day two: Tuesday 30 November 2010CALL CENTER

TECHNOLOGY & COMMUNICATION

I N D I A

8:30 Registration, refreshments and networking

9:00 Chair’s welcome and opening remarks

Exploring technologies to drive growth in domestic operations

9:10 Implementing cost-effective technologies for domestic call centers

9:50 Discussing advancements in CRM systems and their vital role in driving the industry

Exploring the role of cloud computing in call centers for increased interoperability

10:30 Reducing infrastructure costs through Software as a Service (SaaS)

11:10 Morning break, networking and refreshments

11:40 Reviewing the benefits of a cloud computing model in call centers

• Customizing solutions to fit the domestic call center industry for driving growth

• Developing a technology roadmap for the domestic call center industry

• Performing technology gap analysis and implementing technologies to achieve better first call resolution rates

Mallikarjuna Rao, Vice President – Shared Services Operations, Idea Cellular

• Effectively using the latest CRM systems to improve customer relations and achieve customer retention

• Discussing the role of CRM systems in telecom

• Using social CRM (SCRM) to empower your customers and grow your customer base

Rahul Gupta, General Manager – Customer Applications, Vodafone Essar

• Deploying vital applications like IVR, workforce management and CRM on a shared platform in a data center

• Gaining flexibility and reducing operating costs through a SaaS model and on-demand technologies

• Comparing SaaS and premise-based technologies

Subramanya. C, Global Chief Technology Officer, HTMT Global Solutions

• Tapping the potential of cloud based computing and hosted solutions in the call center industry

• Reducing complexities in implementation, storage and infrastructure through a cloud based model

• Integrating cloud computing to drive innovation in your call center

Krishnaprakash Maurya, Director- Information Technology, Sitel

12:20 Interactive discussion panel – explaining the relevance of a cloud based system in call centers

13:00 Lunch break and networking opportunity

Maximizing performance and achieving process compliance

14:00 Improve results through performance management tools

14:40 Leveraging virtualization technologies to achieve improved process compliance

15:20 Afternoon break, networking and refreshments

15:50 Interactive discussion panel – can technology help in employee satisfaction and reduce attrition rates?

16:30 Final comments from the chair and end of conference

• Feasibility of deploying a cloud computing model in the call center industry

• Assessing scalability, security and reliability in a cloud computing environment

• Stressing the importance of cloud computing in captive call centers

Subramanya. C, Global Chief Technology Officer, HTMT Global Solutions

Krishnaprakash Maurya, Director- Information Technology, Sitel

Nirmalya Khan, Vice President Operations, Zenta Knowledge Services

• Evaluating and reviewing latest performance management tools for effective implementation

• Efficiently integrating performance management tools into your existing infrastructure

• Reducing repeat calls and developing performance metrics

Nirmalya Khan, Vice President Operations, Zenta Knowledge Services

• Discussing the advent of IP telephony and its role in call center communications

• Improving customer service quality, time-to-response and first call resolution through virtualization technologies

• Streamlining communication through a converged voice and data infrastructure

Saravanan Thambusamy, Vice President – Technology, Allsec Technologies

• Discussing the role of technology in employee retention

• Effectively using human resource management solutions and realistic job preview tools to establish honest expectations from the employees

• Using technology to enhance employee communication

Meeta Kalra, Head – Total Customer Experience & Process Excellence, Hewlett Packard India

Mallikarjuna Rao, Vice President – Shared Services Operations, Idea Cellular

Nirmalya Khan, Vice President Operations, Zenta Knowledge Services

For more information or to register – Fax: +971 4 363 1938 Email: enquiry@iqpc.ae Website: www.callcentertechindia.com

Who will you network with at Call Center Technology and Communications India?

This is a must attend event for senior decision makers in the Call Center / BPO industry. Job titles include:

Chief Technical Officers

Chief Information Officers

Chief Operating Officers (COOs)

Site Directors

Executive Vice Presidents, Vice Presidents, Senior Vice Presidents, Heads, GMs, Directors and Managers

• Information Technology

Operations

Customer Service

Call Center Training, learning and development

• Business Unit

• • Process

• • Quality

• •

Riding on the remarkable success of our series of Call Center and BPO

events in the US and Asia, IQPC is delighted to bring you Call Center

Technology and Communication India.

To sustain its growth and continue to attract business to India, the

industry is exploring latest technologies.

Call Center Technology and Communication India will provide

a platform to explore latest technologies for the call center and BPO

industries to maximize revenue and enhance customer experience.

The event will bring together experts from across the globe to discuss

new strategies and trends to implement state-of–the art solutions.

Sponsorship & exhibition opportunities

Only at Call Center Technology and Communication India will the

highest-level decision makers attend in one place at one time. They

will evaluate products and services and will look to short-list potential

suppliers.

• Can you afford to miss out on this opportunity?

• Do you have a product or service that our senior decision-makers

and influencers need?

We have a range of business development / marketing and sales

solutions that will be tailored to specifically deliver on your business

objectives. For more details, call +971 4 364 2975 or email

sponsorship@iqpc.ae

CALL CENTER

TECHNOLOGY & COMMUNICATION

I N D I A

Industry breakdown

Job title breakdown

Chief Technical Officers

Chief Information Officers

Chief Operating Officers (COOs)

Site Directors

Information Technology Heads/ VPs/ GMs/ Directors

Operation Heads/ VPs/ GMs/ Directors

Customer Service Heads/ VPs/ GMs/ Directors

Call Center Heads/ VPs/ GMs/ Directors

Business Unit Heads/ VPs/ GMs/ Directors

Process Heads/ VPs/ GMs/ Directors

Training, Learning and Development Heads/ VPs/ GMs/ Directors

Quality Heads/ VPs/ GMs/ Directors

Non-captive call centers

Captive call centers

Telecommunications

IT (Hardware, peripherals and software)

Hospitality and tourism

Manufacturing (electronics, consumer goods etc)

Healthcare

Government agencies

Finance (credit cards and mortgage), banking, insurance

25%

25%10%

5%

7%

8%

3%2%

15%

10%

10%

5%

10%

5%

10%

10%

10%

10%

10%

5% 5%

Media partners:

Hear what past delegates said about our previous

Call Center and BPO events:

“I love Call Center Week because the conference definitely

allows us to understand the innovation that is going on in the

business; the technology that is emerging and how we can

apply it to drive our customer satisfaction higher."

Director Sales Operations and Customer Service, Black &

Decker

"We think this is a fantastic event. We have visited other call

center conferences around the country to determine which

would be the best place to make a big presence and our

conclusion was that IQPC puts on the best event. It is not

only fabulous from an operation, sharing information

perspective but they always have it in a fantastic hotel and

facility. It has been a great experience for us."

Executive Vice President, Language Services Association

“..one of the great benefits is that this conference brings

together all aspects of call center management under one

roof in a short time span. It allows you to connect the dots

between each department's responsibilities and allows us

all to hear such diverse perspectives. It allows us to see gaps

in a lot of our departments by comparing all the different

aspects that we need to know about."

Manager of Customer Satisfaction Loyalty, Sprint Nextel

“You must be very proud of the success IQPC had. I must

say that we had a fantastic time and found so many great

takeaways that will continue to help us motivate our team

and grow our Call Center. "

Customer Relations Manager, Bath & Body Works

"It's been a wonderful experience over the last couple of

days at Call Center Week. This is the first time I have

attended. It has been incredible, the people I have met have

been amazing and the presentations super. I was fortunate

enough to have a collaborative session through a panel

discussion in which I learned a lot.

Vice President of the Toronto Contact Center, ScotiaBank

Toronto.

4 WAYS TO REGISTER

TEAM DISCOUNTS

VENUE & ACCOMMODATION

VENUE & ACCOMMODATION

CONFERENCE DOCUMENTATION

Online: Email: enquiry@iqpc.ae

Phone: +971 4 364 2975 Fax: +971 4 363 1938

Team discounts available on request. Call +971 4 364 2975 for more information.

Venue: Radisson Suites Gurgaon

B Block, Sushant Lok, Phase 1, Gurgaon,

Haryana 122002 IndiaPhone: +91 124 4719000

Fax: +91 124 4227777 Email: sales2@radissonsuitesggn.com www.radisson.com/gurgaonin_suites

Hotel and travel costs are not included in the registration fee. For assistance in your travel and accommodation requirements, please refer to details below:

Room ReservationSpecial / corporate rate for room accommodation is available in the hotel. You may contact the hotel directly as per the details above quoting IQPC Middle East or the name of the conference.

Flight ReservationContact Anuj Sachdev or Charo Marie at SNTTA Travel & Tours LLC Dubai. E- mail: iqpc@snttadubai.com Tel: +971 4 2829000 Fax: +971 4 2829988www.sntta.com

Please book at the earliest for your convenience.

If you cannot make the dates you can still access all of the presentations delivered throughout the conference days for just US $450 post event. Contact us on +971 4 364 2975 for further details.

IQPC India Private Limited Standard Terms and Conditions

PAYMENT :• Payment is due in full at the time of registration and includes lunches,

refreshments and detailed conference materials. • Your registration will not be confirmed until payment is received and may

be subject to cancellation. • If a booking is received 10 working days before the conference a credit

card number will be required to confirm your place, likewise if full payment has not been received before the conference date.

DISCOUNTS• All 'Early Bird' Discounts require payment at time of registration and

before the cut-off date in order to receive any discount. • Any other discounts offered by IQPC (including team discounts) must

also require payment at the time of registration. • All discount offers cannot be combined with any other offer.

CANCELLATION AND SUBSTITUTIONS • You may substitute delegates at any time by providing reasonable

advance notice to IQPC. • For any cancellations received in writing not less than eight (8) days

prior to the conference, you will receive a 90% credit to be used at another IQPC conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained by IQPC for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference.

• In the event that IQPC cancels an event for any reason, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of cancellation.

• In the event that IQPC postpones an event for any reason and the delegate is unable or unwilling to attend on the rescheduled date, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of postponement.

• Except as specified above, no credits will be issued for cancellations. There are no refunds given under any circumstances.

• IQPC is not responsible for any loss or damage as a result of a substitution, alteration or cancellation/postponement of an event. IQPC shall assume no liability whatsoever in the event this conference is cancelled, rescheduled or postponed due to a fortuitous event, Act of God, unforeseen occurrence or any other event that renders performance of this conference impracticable, illegal or impossible. For purposes of this clause, a fortuitous event shall include, but not be limited to: war, fire, labor strike, extreme weather or other emergency.

PROGRAMME CHANGES • Please note that speakers and topics were confirmed at the time of

publishing; however, circumstances beyond the control of the organisers may necessitate substitutions, alterations or cancellations of the speakers and/or topics. As such, IQPC reserves the right to alter or modify the advertised speakers and/or topics if necessary. Any substitutions or alterations will be updated on our web page as soon as possible.

YOUR DETAILS • Please email our database manager at enquiry@iqpc.ae and inform

him/her of any incorrect details which will be amended accordingly.

www.callcentertechindia.comInternational conference

29 - 30 November 2010

Venue:

Radisson Suites, Gurgaon, India

Event Code: 19215.001

For organizations based in India

For organizations based outside of India

Book and pay before 9 September and save up to US $100

Conference package Before 9 September 2010 After 9 September 2010

Conference only (Save US $100)

US $899

Prices are exclusive of tax. 10.3% service tax will be added to the advertised price upon registration.

CONFERENCE PRICES

Book and pay before 9 September and save up to US $50

Conference package Before 9 September 2010 After 9 September 2010

Conference only (Save US $50) US $499

US $449

US $999

Registration form

We also accept payment by the following methods:

PAYMENT TERMS

Payment is due upon receipt of invoice. Bookings received within 10 working days of the conference require a

credit card number to confirm your place. Payment prior to the event is mandatory for attendance. All bookings

gaining the early bird discount must be paid before the early bird date, otherwise the full rate will be applied

and charged. In these instances payment of the full amount will be required before entry to the event.

DELEGATE

Please tick the appropriate box if you would like to pay by one of these methods and our customer services team will contact you directly to finalise the payment

By Direct Transfer: Please quote 19215.001 with remittance adviceBank Name: HSBC BANK Gurgaon Account number: 054-360565-001 Account Name: IQPC India Private Limited Swift Code: HSBC INBB IFSC CODE: HSBC0110005

Intermediary USD Bank details. Please remit by SWIFT MT103For further credit to IQPC India Private Limited; Account number: 054-360565-001 with HSBC India (Swift – HSBCINBB)through HSBC Mumbai’s account no.000-04417-2 with HSBC Bank USA New York.HSBC BANK USA, New York Chips Code : 302755, HSBC BANK USA, New York Swift code: MRMDUS33HSBC BANK USA, New York ABA Routing Number: 021-001-088

Cheque / Bank Draft: Made payable to IQPC India Private Limited

CALL CENTER

TECHNOLOGY & COMMUNICATION

I N D I A